As a Manager in our Service team, you’ll originate and lead complex CCaaS customer service transformations, guiding clients through pivotal architectural choices to unlock scalable and intelligent service experiences
Job Summary
As a Manager in our Service team, you’ll originate and lead complex CCaaS customer service transformations, guiding clients through pivotal architectural choices to unlock scalable and intelligent service experiences.
You will shape and execute service-modernization roadmaps that integrate AI – such as intelligent routing, conversational AI, agent-assist, and automated knowledge orchestration – to elevate both customer and agent experiences.
Accenture offers unlimited learning, a 'Do Good' volunteering program, paid transport, and a laptop, iPhone, and home office setup allowance as part of its employee benefits.
Matching Summary
As a Manager in our Service team, you’ll originate and lead complex CCaaS customer service transformations, guiding clients through pivotal architectural choices to unlock scalable and intelligent service experiences.
Skills & Requirements
Must-have
CCaaS customer service transformations
architectural choices (CCaaS, CRM, Agentic AI)
cloud-based solutions
technical architectures and operational models
end-to-end Contact CenterCustomer Service transformations
modern CCaaS solutions
Nice-to-have
high-complexity delivery environment
energetic, collaborative culture
human-led culture of Inclusion & Diversity
passion for innovation
Key Requirements
5–8 years of experience
Hands-on experience with at least one CCaaS platform
Strong consulting skills
Strong understanding of solution architecture principles
Experience leading project teams
Proven ability to convert customer service strategy